ServiceNow Updated CSA Exam Questions and Answers by nela

Access Control Rules (ACLs) in ServiceNow determine who can access a record, table, or field. They are evaluated in a specific order to ensure security.

Table-Level ACLs are evaluated first

ServiceNow first checks if the user has permission to access the table itself.

If the user does not have access at the table level, no further checks are performed.

Field-Level ACLs are evaluated next

Once table access is granted, ServiceNow checks if the user has permission to access individual fields.

More specific ACLs override broader ones (e.g., incident.short_description takes priority over incident.*).

Order of Specificity (Most Specific to Least Specific)

Field-Specific ACL (incident.short_description.read)

Wildcard Field ACL (incident.*.read)

Table-Level ACL (incident.read)

Wildcard Table ACL (*.read)

ACL Evaluation Order in ServiceNow:This ensures that specific rules take precedence over general rules for enhanced security.

Example of ACL Evaluation in Incident Table:ACL Rule Type

Example ACL

Evaluation Order

Field-Specific

incident.short_description.read

First (Most Specific)

Wildcard Field

incident.*.read

Second

Table-Level

incident.read

Third

Wildcard Table

*.read

Last (Most General)

A. Field-level - most general to most specific; then Row-level - most specific to most general❌ Incorrect – Field-level ACLs are not evaluated first; table-level ACLs are checked before field-level.

B. Table-level - most specific to most general; then Row-level - most specific to most general❌ Incorrect – "Row-level" is not a correct term in ServiceNow ACL processing.

D. Field-level - most specific to most general; then Table-level - most specific to most general❌ Incorrect – Table-level ACLs are always evaluated before field-level ACLs.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Access Control Evaluation Order???? How ACLs Are Processed

ServiceNow Docs – Managing ACLs in ServiceNow???? Best Practices for ACLs

Official ServiceNow Documentation References:

Conclusion:The correct answer is:✅ C. Table-level - most specific to most general; then Field-level - most specific to most general

This ensures that general table permissions are granted before checking field-level access, following a structured and secure approach to access control in ServiceNow.

In ServiceNow, role-based access control (RBAC) determines what a user can see and do within the platform. If a user can see an application and its module but encounters a blank page when attempting to create a new record, the most likely reason is insufficient permissions.

Understanding the Issue:

The user can see the application and module, which indicates they have at least read access.

The blank page appears when they attempt to create a new record, which suggests a lack of write access.

Role-Based Access Control in ServiceNow:

Every table in ServiceNow can have ACLs (Access Control Rules) that define what users can do based on their roles.

If a user has only read access to the Inventory table (x_inventory), they can view records but cannot create new ones.

A write or create ACL is required to allow the user to insert new records into the table.

Why Other Answers Are Incorrect:

A. Create New module has a broken link → If the module had a broken link, the user would likely get an error or a "Page not found" message rather than a blank page.

B. Known intermittent issue with U115 → No such known issue exists in official CSA documentation.

C. User should be using Chrome instead of Explorer for their browser → While browser compatibility issues can exist, they do not typically result in a blank page specifically when trying to create a new record.

E. User session has timed out → If the session had expired, the user would be redirected to the login page rather than seeing a blank page.

Best Practice Solution:

Verify the ACLs on the Inventory table (x_inventory) to check if the user has write and create permissions.

Check the roles assigned to the user under User Administration → Users and ensure they have the appropriate roles for Inventory management.

Review the Application Menu and Module settings to confirm proper configuration.

The Dependency View graphically represents Configuration Items (CIs) and their relationships in ServiceNow’s Configuration Management Database (CMDB). It provides an interactive visualization of dependencies and relationships between infrastructure components, helping administrators understand system architecture.

Displays CI relationships in an interactive graphical format.

Helps identify upstream and downstream dependencies (e.g., how a failed server affects dependent applications).

Can be accessed via the Configuration Item (CI) form under the Related Links section.

Used in Impact Analysis for Change Management and Incident Management.

A. Schema Map – Used to visualize table relationships, not CI dependencies.

C. Dependency Map – Not a ServiceNow term; the correct term is Dependency View.

D. Database View – Used to create virtual tables combining data from multiple tables but does not display CI dependencies graphically.

In ServiceNow Service Catalog, approvals for catalog item requests are handled through workflows. Since the approval policy is based on the total cost of a request, it is managed within the Service Catalog Request workflow.

C. Service Catalog Request ✅

This workflow handles approvals for catalog item requests, including purchase approvals.

Since the policy change involves adjusting an approval threshold, this workflow needs to be updated.

The approval logic is likely configured in a conditional activity (if total cost > $3,100, require approval), which must be modified to $3,150.

A. Services Approval Processing ❌

Not a standard ServiceNow workflow for managing purchase approvals.

Service approvals are typically handled within the Service Catalog Request workflow.

B. 6 Services Catalog Item Request ❌

Likely a custom workflow, but not a default ServiceNow workflow for purchase approvals.

D. Purchasing Process Flow ❌

There is no default "Purchasing Process Flow" in ServiceNow.

The approval workflow for purchases is managed within Service Catalog Request workflows.

ServiceNow Documentation: Service Catalog Workflows

ServiceNow Developer Guide: Modifying Approval Conditions in Workflows

Correct Answer Explanation:Incorrect Answer Choices Explanation:References: